Last fall my daughter had a procedure done at Carilion Roanoke Memorial Hospital. It went fine, but that's not what I'm writing about.
While I was there I was impressed by the courtesy and friendliness of every staff member I met. They truly wanted to make my 'experience' in the hospital (even as a visitor) good. Even the orderlies (or whatever they're called these days) had a friendly demeanor and bantered nicely with the patients and their families.
I can't recall any time this wasn't the case -- when I was having trouble with various pebbles in my kidneys, or visiting clients, I've found the staff to be helpful and friendly.
It starts from the top. In my years I've learned that the front line folks reflect the way management and top echelon approach their work and those who work for them. It seems that the top management of Carilion gets it, and my hat's off to them.